About Cloudfresh

Cloudfresh is a leading provider of multi-category cloud software products, services, and digital transformation solutions. We empower organizations to scale and innovate by delivering high-impact SaaS technologies and expert professional services.

About the Role

We are seeking a proactive, customer-centric Account Manager to manage, retain, and strengthen relationships with our existing client base across Cloudfresh's cloud software products and services. In this role, you will focus exclusively on managing existing customer relationships. Your primary mandate will be driving seamless contract renewals, maintaining high client satisfaction, and preventing churn. Additionally, your role may involve identifying, exploring, and executing expansion opportunities—including upsells and cross-sells—to maximize customer lifetime value and support account growth. You will serve as a trusted strategic advisor to key client stakeholders, conducting business reviews, ensuring strong product adoption, and partnering closely with Customer Success, Technical Support, and Professional Services teams.

Key Responsibilities

1. Existing Account Management & Relationship Health: Act as the primary commercial point of contact for an assigned portfolio of existing Cloudfresh clients. Build and nurture strong, multi-threaded relationships with decision-makers, IT leaders, and executive sponsors across customer organizations. Conduct regular check-ins, Account Reviews, and Executive Business Reviews (EBRs / QBRs) to monitor client satisfaction and alignment with business objectives.
2. Renewal Ownership & Retention: Own end-to-end contract renewal processes across your portfolio, ensuring high retention rates and predictable revenue. Manage renewal timelines proactively, identifying and mitigating churn risks early by resolving commercial or operational friction points.
3. Portfolio Expansion (Upselling & Cross-Selling): Identify, evaluate, and pursue account expansion opportunities, as upselling (add-on seats, upgraded tiers) and cross-selling (introducing complementary SaaS tools and services across the Cloudfresh portfolio) may be part of your ongoing responsibilities. Map customer growth plans and tech stack evolution to recommend relevant Cloudfresh offerings and services.
4. Customer Advocacy & Cross-Functional Collaboration: Partner closely with Customer Success, Technical Support, and Engineering teams to ensure seamless service delivery, issue resolution, and high product adoption. Serve as the voice of the customer internally, sharing customer insights and feedback with Product and Sales leadership.
5. Account Planning & Revenue Forecasting: Maintain accurate account records, renewal schedules, and expansion pipelines within the CRM. Provide reliable retention, renewal, and potential expansion forecasts to commercial leadership.

Qualifications & Requirements

Must-Have Qualifications

• 2+ Years of Experience: Proven track record in Account Management, Customer Success Management, or Client Retention within B2B tech/SaaS or professional services.
• Dedicated Existing Customer Focus: Demonstrated experience managing, retaining, and nurturing existing B2B account portfolios.
• Contract & Renewal Expertise: Strong commercial negotiation skills with hands-on experience managing contract renewals and commercial terms.
• Adaptability to Upsell / Cross-Sell Responsibilities: Ability and willingness to manage account expansion (upselling and cross-selling) as part of overall account management responsibilities.
• Executive Stakeholder Management: Proven ability to build trust and maintain relationships with C-level executives and key IT stakeholders.
• CRM & Account Hygiene: Strong organizational skills and CRM discipline for tracking account health, renewal dates, and expansion signals.
• Communication: Fluent English (written and spoken) with excellent interpersonal and presentation skills.

Nice-to-Have Qualifications

• Portfolio SaaS Experience: Experience working across multi-category SaaS platforms and cloud technology ecosystems (e.g., Google Cloud, Workspace, IT/Security tools, Collaboration software).
• Consultative Selling Background: Background in consultative sales or solution selling to identify growth opportunities within existing accounts.

Key Performance Indicators (KPIs)

• Gross Retention Rate (GRR) / Net Revenue Retention (NRR): Target portfolio retention and renewal performance.
• On-Time Renewal Rate: Percentage of customer contracts successfully renewed on or ahead of schedule.
• Expansion Revenue: Self-sourced or managed upsell and cross-sell ARR/ACV (where applicable).
• Account Health & CSAT: Positive client engagement metrics and Executive Business Review (QBR) execution.

What we offer

• Compensation: a competitive base salary, on an employment or contractor arrangement depending on your location
• Time off: 24 days of paid vacation and 14 paid sick days per year
• Flexibility: fully remote work with flexible hours and core hours aligned to EET
• People: work alongside A-players and seasoned cloud professionals
• Scope: hands-on exposure to international hiring across EMEA, with a focus on CEE

When applying to this position, you consent to the processing of your personal data by CLOUDFRESH for the purposes necessary to conduct the recruitment process, in accordance with Regulation (EU) 2016/679 of the European Parliament and of the Council of April 27, 2016 (GDPR). Additionally, you agree that CLOUDFRESH may process your personal data for future recruitment processes.